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Support "died" before the problem was solved?

Permanently deleted user
Recently I upgraded to a Sony a900.
Before that Capture One 4.7 worked nicely with Nikons' NEF-files.
Generally 10 NEFs were processed withing 2 minutes.
Now 5 ARW-files need 28 minutes! to finish.
Support ("Jakub") has instructed me to upgrade to 4.8, then drop 4.8 and reinstall 4.7 and finally, just as my local environment seem acquitted, I "lost" contact with support. No more replies. Even if my personal conclusion, that Capture One 4 has a problem processing ARW-files, is wrong, I would prefer an answer.
My first request was submittet the 7th of May. It's 2 weeks ago now. Support turned silent 3 days ago. Now I have to redo my workflow and include the PS plugin again.
I had hoped for a more professional conduct from PhaseOne.
Kind regards,
Eigil
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Comments

11 comments

Date Votes
  • Paul Steunebrink
    Sorry to hear about your misfortune. If you want to be benchmarked 😉 make a NEF and ARW file available for download and I'll give you follow up. Are you running XP or Vista, 32- or 64-bits? What are your output parameters (TIFF/JPEG, ICC profile?)

    By the way, not sure you are looking for support here (welcome) or for support about support (can't do much about that for you).
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  • Permanently deleted user
    Hi Paul_E,
    I had hoped to be read by a person from the PhaseOne staff, who would feel something about this kind of "quitting support".
    Or to hear from someone who had experienced the same problem.
    Are you familiar with this combination ARW-a900/Phase One 4?
    XP, bit depth 16->8, ARW->JPEG 100%, sRGB.
    Kind regards,
    Eigil
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  • Paul Steunebrink
    I found a Sony A900 ARW in my raw collection. I can do a benchmark. Which type of Nikon/NEF do you compared it to?
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  • Permanently deleted user
    Nikon D80.
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  • Paul Steunebrink
    Output: JPEG 100%, sRGB, full size, no adjustments. Some NEFs and a ARW process times with Capture One 4.8.

    D80 10,4 sec.
    D300 11,5 sec.
    D700 11,4 sec.
    D3X (fx) 21,5 sec.
    A900 19,8 sec.

    In my setup the A900 files process fairly quickly, a bit faster than expected compared to the NEFs. Note that the process speed heavily depends on both processor speed and disk write speed. I did use Pentium D (dual core) 3.2 GHz processor and a 200 GB disk (more than half full) on XP Pro SP2 x64 (which is as fast as its 32-bits sibling).
    ==========
    This is how I benchmark processing speed with Capture One. I take one image and make 10 copies of it. I process those 11 files, measure the elapsed time based on the file time stamp between the first and last and divide that with 10 (11 files have 10 time lapses). This value gives me an average of processing and storing a file.
    I do not apply any adjustment to the files, ensure that only Capture One is running, no screensaver will start, no activity at the console (mouse/keyboard) or network. I either choose TIFF or JPEG, sRGB or AdobeRGB but the same for all files I compare. The benchmark values relate to the computer hardware and is primarily intended as an indicator for performance of different files to each other.
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  • Permanently deleted user
    Hi Paul_E,
    What an extremely enviable speed, 19,8 seconds per ARW!
    My system is of equal capacity, except the XP is the Home Edition - and the AVG security is running. Typically the CO4 processes has allocated about 0,8 Gb memory and used between 70 and 98 percent of the CPU.
    I have made adjustments to my "testfiles" to be able to compare with known times.
    It's frustrating that while your speed for a D80 NEF is very close to mine (10 NEFs typically starts with "01:30s" and ends within 2 minutes) my speed per ARW is 5-6 minutes!!! This is still the picture.
    Anyway - Thank you for showing, that the combination is possible at all.
    I still don't know what "my" problem is, and I am sorry, that Support is out of advices.
    Or maybe they are not -they just don't answer, which I feel is a pain in a major bodypart.
    Kind regards,
    Eigil
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  • Mikkel Selsøe
    [quote="Eigil Skovgaard" wrote:

    My first request was submittet the 7th of May. It's 2 weeks ago now. Support turned silent 3 days ago. Now I have to redo my workflow and include the PS plugin again.
    I had hoped for a more professional conduct from PhaseOne.
    Kind regards,
    Eigil


    I don't know where you get your support from, but remember that Thursday was a holiday in many countries, including Denmark which could explain the longer turnaround time in this instance.
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  • Permanently deleted user
    From Customer Support ASIA!? which apparently include some parts of Western Europe.
    The dialog began 7th of May.
    I'm waiting for an answer/solution a little longer.. I have used CO4 for 1-2 years and experienced a few other problems, but nothing serious. This time it's a showstopper, and as the show must go on, the PS plugin seems to be my new friend.
    Kind regards,
    Eigil
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  • Ulf Liljegren
    Eigil

    I believe you had a response yesterday where the specific supporter apologized for the slow response.

    In either case most common issue where it slows down like this is corruption in the Session file.
    Try to recreate this file by closing capture one. go to My Pictures/Capture One Library/ and delete the file CaptureOne.col45
    Restart Capture One.

    In regards to our Support Teams, we have staff in Denmark, U.S, Australia and Japan. This way we can serve our clients the best almost 24h a day.
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  • Permanently deleted user
    Hi Ulf,
    Yes, and I am glad to know that Support is alive.
    I think you should rather send a "answer is postponed due to.." message to your customers with pending cases (when something internal needs your full attention as in this case) in stead of just suspending the dialog.
    I'll have to reinstall CO4-8.1 to apply to the instructions from "Jakub". It will happen later this day.
    No, .col45 has been deleted according to the guidelines for uninstalling.
    I know, you have staff in Denmark, and as far as I know CO4 origins from DK. I just wonder why the rest of the world is served by Support ASIA?!
    Kind regards,
    Eigil
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  • Permanently deleted user
    The 30th of May Support died again!

    Only zombies and cats can do that.

    While waiting for a new resurrection I had to support myself.

    This is my "input from web" (from to day) to "ASIA":

    Hello Support (yes.. I am tempted to call you names like "ASIA" as you make me think of problem solving as in the Middle East: A lot of hot air and no solutions - But of course I will restrict myself only to think that.)
    Just before your latest cut off (I guess it was a new error in your case-system) I had totally removed the AVG secury system and was trying to install CO4.8.1 again. Unfortunately a clean up utility from AVG apparently cleaned or damaged the Windows Installer too. That's why CO4 could not be installed again.
    I ran a backup of my entire system and got Windows Installer back. And after that CO4.8.1 installed without problems.
    Now! - when CO4 opened it began to execute a gigantic job, and among other details, it created 36! tiff files from one single ARW file. Imagine the size of this production. I let it finish. This acting is strange, as I punctually had followed your description for uninstalling CO4 and deleting old logs. After this duty-job CO4 behaved like my old darling. Six ARW files were processed in about 1 minute.
    AVG was beyond reach, and I had to install a new McAfee security system.
    I am explaining this to you as I am a constructive person, but you really don't deserve it.
    And please change the name of your service to “EUROPE†when you are dealing with customers from European countries.
    Kind regards,
    Eigil
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